Total Experience Management
Deliver value at every point in the customer journey.
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Customer Experience
Anticipate needs and collaborate with customers to increase their lifetime value and reduce churn.
75% of consumers don’t think companies use all the feedback they give them, and 1 in 10 think it’s never used.1
87% of organizations can’t take rapid action to solve customer experience issues.2
75% of consumers want to help brands improve the experiences they create.3
1, 3 The Alida 2021 Global Trends Report: Customer Experience
2 McKinsey & Company - Prediction: The future of CX, 2021
Our goal is to achieve an even deeper sense of community, brand relevance and affinity, by continuing to be guest-centric in everything we do.
– Adrienne Salter, Senior Manager Global Brand Insights
We are now better understanding the needs of our customers and what is working and what is not. We are also better understanding subscriber behaviors and needs and how to maintain their loyalty going forward.
Review collected by and hosted by G2.com
"We are enabling a 360 degree view of customer, dealer and employee perceptions on key business topics. The 5 insight communities complement each other, providing a different lens on a subject."
Emma Johnson, Manager of ConsumerOne Connection & Experience Innovation, Toyota GB
Read their storyAccess
Keep the pulse on your customers
Analyze
Put customer feedback into context
Act & Acknowledge
Collaborate with engaged customers
Event-driven surveys collect contextual feedback with triggers based on specific events
Campaign-based pulse surveys gauge sentiment or awareness on an ad hoc basis
Digital Intercept surveys gather real-time feedback within any web platform or digital product
Video surveys capture customer voices and expressions. Analyze to determine sentiment and themes
Customer Advisory Boards facilitate timely and context-rich conversations with customers
NPS Surveys help you gauge the level of customer advocacy
Social Reviews monitor customer feedback from over 100 review sites
Sentiment analysis for voice and text turn qualitative insights into measurable, actionable information
Central data lake provides rich context by storing and synthesizing information from multiple sources
AI & advanced analytics help you spot patterns, prioritize issues, and predict changes
Integrated customer insights from Alida and 3rd party systems
Role-based dashboards empower your entire organization with direct access to data on desktop ormobile
Case management addresses customer concerns with automated responses
Automated actions trigger follow-up surveys and communications with zero- touch automation
Customer insight communities bring people together to validate, test, and innovate collaboratively
Hubs inform community members and stakeholders about progress toward goals
Alida TXM brings customer experience professionals, designers, product owners, marketers, and leadership together with your audience at the center. Information flows across teams so you can track feedback and innovate to solve problems.
Learn why customers feel as they do by capturing sentiment and in-the-moment reactions.
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